Vipnet, a leading operator in Croatia and part of the A1 Telekom Austria Group, has selected Bulb Technologies' newly launched CEMPRESSO Customer Care, a platform for customer support process automation and knowledge management, to automate its customer care service and enhance its network troubleshooting service.
The soluion can pro-actively resolves customer service issues across all access types and technologies before they become noticeable to the consumer, said the Company. As a result of adding this significant value to customer service, telecoms operators reduce churn and earn the right to expand the customer/service provider relationship to generate new revenue.
Vipnet needed a comprehensive single diagnostics and troubleshooting tool across all its services and infrastructure domains in order to automate customer care across its xDSL, FTTx, Mobile and cable access infrastructure.
As part of Vipnet’s digital transformation, there was a requirement to replace its legacy troubleshooting systems across its mobile and fixed access infrastructure in order to enable the delivery of new services that meet its customer experience and support promises.